Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Within six months of buying my vehicle from cox Chevrolet in *****************, with ****** miles on it, the camshaft and lifters were replaced due to failure. The truck was brought back after the repairs were done for follow up because the issue was still not completely fixed and the truck was making sounds and feeling like something still not functioning properly. I was sent on my way and told that ***** has not figured the issue out with their lifter valves and theres nothing they can do about it at Chevrolet. Now a little over a year later and the new camshaft that was put in and the lifters, are severely damaged and truck is inoperable as I have a business to run. It is now out of warranty and they will not help me with repairs or cost assistance. I had to tow the truck to another mechanic. They have the engine broken down to the root cause because ***** tried charging me 3500 bucks just to tear the engine down. I had it torn down for 1000 and figured out what the issue was and ***** is unwilling to take the truck back in for repairs through GM so we can see if they can assist.

  Business Response

  Date: 08/06/2024

  ****************** purchased a 2019 Silverado on 04/04/2022 with ****** miles on it. He declined any extended warranties.  On 10/21/2022 ****************** brought his truck in with ****** miles for a missfire concern. (His truck did not have any warranty coverages, as the extended warranties were not opted for. )  

  We ended up getting GM to perform a one time goodwill gesture to cover the repair even though it was out of warranty. They charged him a deductible to do this which we the dealer paid this deductible for as a good faith gesture for purchasing the truck at our facility. He did not have to pay for any part of the repairs even though the trucks warranty was expired back then. 

  GM then gave this specific repair a 12 month warranty as they do on all work that they pay for. 

  On 07/09/24 (now 21 months from repair) and with ******* miles ****************** brought his truck in for a check engine light concern and shaking under accel. 

  We advised ****************** that we suspected internal engine issues but in order to get and find the cause of failure, he'd have to authorize the internal tear down of his engine. ****************** declined tear down and had his truck towed out of our facility.  

  He has called GM and submitted a case with them asking for help again. GM responded that he would have to authorize us, the GM dealer to determine the failure before they could even consider answering his request. This was too declined and ****************** had his truck towed out of our facility and into an aftermarket repair shop (non dealer). 

  Mr. Thereaus truck's engine is currently torn down by a 3rd party aftermarket shop that he authorized to tear down. 

   

• Initial Complaint

  Date:06/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My dad's name is **********************. He is a 68 year old retired military war veteran suffering from congestive heart failure, high blood pressure, diabetes and onset of dementia. I have power of attorney over him. On 5/15/2023 we dropped off my dad's ***** truck at Cox Chevrolet for repairs. We called to check on repair status several times and were told by employees that it couldn't be found. We went with various family members at different times and with *** employees help looked over the entire lot numerous times (estimated at least 12 times) during a 10 month period. The truck could not be found but we were assured by employees and service manager that they would find it and call us. In the beginning of March 2024, we received a call saying his truck was there. On 3/5/2024 we went to pick it up. He was billed and paid $1,594.71 and the truck was not running. It has extensive body damage not there when dropped off. We had to tow it home with his ***** The mileage was ******* when dropped off. It was ******* when picked up, a difference of ***** miles that it was driven in the 10 months Cox Chevrolet had it. Yet it was inoperable when we picked it up. Also during this time it was driven thru a toll on the Sunshine Skyway that my dad had to pay. When picking up the truck, service personnel were overheard saying it had been driven to **************, **************, and ***** by a mechanic at ***. In end of May 2024, my dad went to Cox Chevrolet to see if they would do anything about this issue. The service manager told him his truck had never been there that he had to leave or cops would arrest him. He was yelled at and treated rudely which flustered and confused him and affected his blood pressure causing him to break his back window and fall out of his truck, a big *********************************************************** assist him. Several employees were on scene with the manager and not a single employee assisted him or made sure he was ok.

  Business Response

  Date: 07/01/2024

  Vehicle came in on 05/15/2023 with an engine not starting and ignition cylinder issue.  This vehicle never left our dealership.  Vehicle was waiting on a part that was on backorder and the vehicle was finally finished on 11/01/2023 ready for pick up. ************ came in on 03/08/2024 paid his bill and towed his vehicle out of the dealership. Vehicle would not start because the vehicle needed an alternator. The customer is claiming that the vehicle went to **, SC and ***** and was driven ***** miles when the vehicle has been disabled ever since it got to the dealership. Vehicle never left the premises.

  His recent visit to the dealership he came in met with ***************************, Service Manager, claiming that he had an issue with his vehicle. **************** told ************ that we needed the vehicle in order to determined what was wrong. **************** tried to explain to ************ numerous times that his vehicle was not here.  ************ got agitated after yelling numerous time to other employees and **************** in the service area. **************** told ************ that he needed to leave or we would be calling the *************** After time passed, **************** got a voicemail message from ************ apologizing for what just happened on that day

  Customer Answer

  Date: 07/13/2024

   
  Complaint: 21856424
  
  I am rejecting this response because:as can plainly be seen on the receipts, the milage when dropped off is 7000 plus miles different than when picked up. Employees and ourselves searched the entire cox  Chevrolet lots numerous times and the vehicle could not be found. 
  
  Sincerely,
  
  *******************/****

  Business Response

  Date: 07/31/2024

  When the vehicle arrived it had an internal *** fault that prevented the vehicle from being driven. The mileage displayed on the odometer comes from the mileage stored in the **** After replacing the *** during the programming process the mileage is automatically pulled from the **** Our belief is that the mileage recorded on the repair order is inaccurate due to the internal failure of the *** displaying the wrong mileage.   

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 21856424
  
  I am rejecting this response because: REALLY??? Your a mechanic right? You know that's wrong. Can't happen unless you tamper with mileage somehow...and you wouldn't do that because its illegal,right? Replacing ecu won't change mileage on cluster. Would you stop making up stories and excuses and deal with this? Where's **** *** at? Let me hear these stories from him himself. 
  
  Sincerely,
  
  *******************/****

  Business Response

  Date: 08/16/2024

  On 11/28/2022 the vehicle came in for service with ******* miles.  When the vehicle returned on 5/15/20223, five months later, the vehicle was in operable.  Meaning that there was no power to the vehicle.  Which means the advisor at check in could not read the current mileage.  In order for the vehicle to be checked in on 5/15/2023 the system requires that the advisor put in the current miles.  Again the vehicle was not operating so he had no way of knowing the current miles so he added one mile from when the vehicle was in the shop from 11/28/2022.  So in essence the miles that were put on the vehicle from 11/28/2022 to 5/15/2023 were not readable.  Once the vehicle became operational the odometer reflected those miles put on during that time frame.  The miles that the customer is reading are the actual miles of the vehicle.

• Initial Complaint

  Date:06/03/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/4/2023, I purchased a 2023 Chevrolet Silverado 1500 from Cox Chevrolet with a $5,000 down payment. Contrary to the advertised 7 miles, the truck had over ***** miles due to being a demo vehicle, unbeknownst to me until after purchase. Shortly after, the truck developed sputtering and transmission issues. Despite multiple attempts, Cox Chevrolet failed to resolve the problems, attributing them to motor mount issues. My lemon law claim was denied. I am seeking a resolution of repair, trade, or refund to obtain a reliable vehicle. Cox Chevrolet's lack of effective assistance has been disappointing, especially given the initial misinformation about the vehicle's mileage. This situation has caused significant inconvenience and frustration, impacting my daily responsibilities and safety. I have made efforts to collaborate with Cox Chevrolet for a solution, but their responses have been inadequate. The dealership's failure to properly diagnose and repair the truck's recurring issues is concerning. The initial misrepresentation of the vehicle as a demo unit has undermined my trust in their business practices. As a consumer, I expect a vehicle that meets the standards presented during the purchase process. I have invested in good faith and anticipate Cox Chevrolet to fulfill their obligations by addressing the issues, offering a replacement, or refunding the down payment and payments made. While open to an amicable resolution, I am prepared to take further action to protect my consumer rights. I urge Cox Chevrolet to reconsider their stance and cooperate in resolving this matter promptly and fairly.

  Business Response

  Date: 06/03/2024

  Customer had the vehicle in service in April with concerns of a sputtering on cold starts.  The vehicle was inspected, and it was determined that the vehicle was operating as designed under manufactures specs.  We have reached out to the customer offering to trade them out if they are unhappy with the vehicle.  We have made contact with ******* but have yet to make contact with ********.

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21786830
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cox Chevrolet took a deposit to hold a **** Expedition. The transaction fell through and I was advised that a credit on my card would issue in 5 to 7 days. They kept the money, provided no product or service and refuse to honor their promise to refund the deposit for a sale that never happened.

  Business Response

  Date: 04/02/2024

  Funds were refunded yesterday.

  See attachment.

   

   

• Initial Complaint

  Date:12/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/13/23 took my car in for ****** mile service and diagnostic issue. Price went up $200 with 45 days. i asked to speak to ******** ******* tech (******) went to the Manager 2x (as I requested to speak to him). The Manger finally agree to waive the increase price and charged me what I was previously quote. My disappointment is that the Manager couldn't even come talk with me. He said he was in a meeting but I saw him walking around.4 days later I picked up my car. The car was kept outside (which I can understand), however, my car was totally dirty on the outside from debris. I did not turn in my car in that condition. We are talking about a Corvette. Either way no car should be given back to the owner dirty. The torque converter was bad, it was under warranty but the dealership did make about $3k. Very disapponited in Cox Chevrolet.

  Business Response

  Date: 12/27/2023

  I have spoken to the customer via telephone. I did apologize for not being able to meet with her. I was attending a meeting at the time. I did authorize and honor the estimate that was provided to the customer in her recent visit with her service advisor. In our conversation, I did offer the customer at her convenience to contact my direct office number so we can have a formal conversation and meet while her vehicle receives a complimentary wash and vacuum.  

  Kind regards,

  ***************************

   

• Initial Complaint

  Date:01/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/22/2022 (Friday)07:00: Checked car in for 07:00 service appointment for A/C failure. 09:30: No update on car status. Walked around service lot and found car parked. Asked Service Consultant what is going on with my car? His reply was waiting on the A/C Specialist to become available to look at car.11:00: Diagnostics determined that there was an A/C line failure. And even though it was covered by the warranty, they would have to have an off premise consultant approve the repairs. And earliest availability for off premise consultant was 12/27/2022 (Monday). Hmmmif repairs are covered by my warranty why do they need off-site approval?01/05/2023 (Thursday)11:30: Called and left Service Consultant several messages.14:08: Finally was in contact with Service Consultant, and was informed that the Chevrolet ***************** Experts initial attempt to repair A/C failure was not successful. And at the moment the car was being repaired and hoping repairs would be complete at end of business that day. Great! Been two weeks, and was never updated with repair issues encountered.01/05/2023: End of businessNo update from Service Consultant01/06/2023 (Friday) No update from Service Consultant01/07/2023 (Saturday) 12:17: Attempted to contact Service Consultant left a message.12:22: Service Consultant returned my call and stated that he found my language in my message was offensive, and he would call me when my car is ready. And that he would play my message for the owners to hear (*******).12:30: ************** Consultant and left a message asking for him to arrange for a rental car which is covered by warranty. Still waiting for information about my rental.

  Business Response

  Date: 01/10/2023

  The vehicle was completed on 1-9-2023 and the customer picked it up. 

  Management called and spoke to owner.

  ***

  Customer Answer

  Date: 01/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/31/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  About 2 weeks ago, I took my 2013 ***** Eqionox with 146K to the dealership as a first time customer. I wanted to get my car checked out because I suspected that the timing chain was having some issues. I could hear my engine making a "ticking" sound when it was on. I dropped it off and wanted to see if that was the problem. I signed a paper indicating that if the amount was over $150 that they would let me know before billing me. A couple days later the service man called me and says that the timing chain is the issue and that id need a new one and an oil change. He said it would be about $2600. As a full-time student, I cannot afford that, so I decided to get some quotes from other mechanics in my area. I found a cheaper option and planned to take it elsewhere. Then the service man *** (who was nice) tells me that I have to pay $200 for a 'diagnostic fee' without any prior warning. After that, I go to the dealership to pick the car up and now it's not even drivable even after he tells me that the car is drivable and I can take it elsewhere. I turn the car on in the dealership lot and it stalls out, the engine light comes on and it sounds like now the timing chain is completely off. I turn the car off and run inside to try to find ***. He tries it and again makes a super loud noise and the he realizes that its not drivable now. At this point, he tells me that I'd have to pay for a tow truck to take it to the other mechanic or pay for the repair. I am upset because the car was drivable when I took it there and after a 'diagnostic' test for some reason now the car is not drivable and you told me that it was drivable. Also, I paid for an incorrect diagnostic test which cost me $200 (and paid it without a warning). Now I ended up needed a whole new timing chain kit and engine valves were broke costing me over $4000 to fix. Not happy with the overall care and poor communication.

  Business Response

  Date: 11/08/2022

  BBB,

  On 10/19/22 *************************** dropped off his vehicle with his concern stated on a night drop envelope. The vehicle was running extremely rough when brought onto the service drive. ******************** signed the night drop envelope authorizing diagnosis. On 10/21/22 diagnosis was performed and ******************** declined repairs due to the cost. We had the vehicle parked up front on 10/21/22 because ******************** asked us to make arrangements so he could pay over the phone and pick up the vehicle after hours. ******************** ended up making it in before we closed  and when he went to drive the vehicle he came in and informed our service adviser that it was not running properly and would not move. Our service adviser recommended ******************** have the vehicle towed to the facility he was going to use to have the car repaired, seeing as the concern he brought the vehicle in for was seeming to diminish even further. 

  ******************** mentioned he "could not afford the repair and found a cheaper option" which is certainly his option. We did what we agreed to and were authorized by ******************** to do and gave him a quote using genuine GM parts and repairs that would have been done by a *************** and certified GM Technician. The choice was his.

   

  Thank you,

  *************************

• Initial Complaint

  Date:10/24/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I really don't know where to begin, as I feel as though I was sold a car that was a 'slow lemon', a 2016 ***** Trax, which looked nicer than it really was. I have had this vehicle for several years now, since 2018, and now it looks as though I'm never going to own the vehicle, because once again, it needs a new/refurbished engine, and I only owe $9000 more dollars on it but to repair it would cost $14,000 dollars at *** and about $8000 some where else. I have been paying out of pocket for major repairs, since 2020, 2 years into the financing of the car I had to repair the spark plug harness, which sits under the car. I feel as though it might have been under a lot of water, somewhere up north and was resold down here in *******. Not to mention, my AC had gone out shortly after that, it had started with water pooling in the passenger side of the car but it was still blowing cold. I had tried to turn it in to see if I could get a trade-in during the covid lockdown recently but couldn't because of existing damages done to my car by 2 different accidents, with other people trying to knock me off the road. I feel hurt and humiliated, especially when I took it back up there and I guess since I have cosmetic damage, was told they wouldn't take it back unless I came there with $8000 dollars, although I have an accident report for 1 accident and the other was a hit & run. This car started out as a dream come true to becoming a living nightmare. Since, 2020, I've been paying out of pocket for major repairs, even though I had a limited warranty with the financing company, whom I feel the dealership is working with to sell slow lemons. I was faithfully changing my oil, in the vehicle, making sure to service it whenever it needed and now I'm back taking car service, or the bus. My 3 boys have lost their transportation and the finance company is no help either. I feel like an idiot because I could've purchased another car, somewhere else. I had test drove the car too, in 2018.

  Business Response

  Date: 10/24/2022

  I do see that you bought the vehicle on 4/23/2018 with ****** miles.  The vehicle has not been here since July and the vehicle had ******* miles on it then.  The system shows no history of you trying to trade into another vehicle.  Would you like to stop by to see if we can trade you into a different vehicle?

• Initial Complaint

  Date:10/17/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 28, 2022, hurricane *** hit *************** and my car, a Chevrolet Volt was totaled by flood waters. In the market for another car, I contacted Cox Chevrolet in *********, ******* about a 2020 Jeep Cherokee. Over several days conversations with *************************** at Cox Chevrolet, it was decided that I would meet him half way in ******, ******* to test drive the car. We met on October 9, 2022. I test drove the car and he presented me with paperwork that had not been forwarded to my by their business manager ahead of time. This was a surprise to *************************** and he stated so when we met. I read though the paperwork and made a stop at the final cost of the car and financing because, at the moment it appeared higher than suggested. ******************** told me that I had "three days to look it over" and if I was not satisfied with the deal, I could return the car. But, he encouraged me to sign all the paperwork anyway. I believed him. I should not have. I still did not have paperwork when I left with the car for ***************. The next morning, still no paperwork. I texted and called Cox Chevrolet and no one returned my texts or phone calls. Not until I called numerous times did they finally email copies of the documents to me in the early afternoon. Upon further inspection of the documents, I realized that they did indeed use my $10,000 down payment on the car so they could charge me the full price of the car $28,776 plus tax $1759. I immediately called them, refusing to be put through to voicemail. I was told that there is no three day rule and that once I signed the papers, it was a done deal. On October 13, after three days of calling, the General Manager, *****************, returned my call. I told him of my situation. He told me he would call me that day after speaking with his people. I have called back numerous times only to be given his voicemail. Now it is 3:10 pm on October 17 and he still has not returned my call after numerous daily attempts by me. I was lied to.

  Business Response

  Date: 10/24/2022

  ************** and I have spoken about this matter.  ************** was offered to be traded out of the vehicle if he was unhappy with it.  Yes, ************** did buy the vehicle for our internet price plus tag, title, license and dealer fee which he agreed to with his salesperson ***********  In the meantime, ************** has continued to attack the dealership through social media to try and bully us.  ************** has been condescending to everyone who has tried to help him out including myself.  Moving forward we will not be doing business with him.

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18235355
  
  I am rejecting this response because I did not request a trade and was never offered one as stated in the general managers response. It should be noted that ******************* response does not deny guilt of misleading and outright lying to me by salesman, ***************************. As I stated, the resolution I continue to seek is to return the vehicle for a full refund. It is not the vehicle I dislike. I was lied to and prefer not giving Cox Chevrolet in *********, ******* any of my honest income. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/03/2022

  **************, your sales representative has been employed with us for almost seven years.  In those seven years he has always ranked extremely high in his customer satisfaction scores.  I have never had a such a complaint like yours against him in all the years he has worked here.  He's a husband, father and a role model in the community.  For you to attack him for driving down to meet you to deliver you a vehicle, with his wife following him to drive him back, is wrong.  You contacted us initially.  You purchased a vehicle from us at the advertised online price plus tax, title, license and dealer fee.  When you contacted the dealership after the sale you were offered to be traded out the vehicle for something else if you were not happy with it.  Which you rejected.  You continue to attack your salesperson character and the dealership.  We will not do business with you.

  Customer Answer

  Date: 11/04/2022

   
  Complaint: 18235355
  
  I am rejecting this response because it is not true. I have learned a valuable ****** about human nature and the lengths someone will go to perpetuate an untruth. I do hope Cox Chevrolet, Inc. will also learn that people are more important than financial gain.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/10/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took in a recently purchased Pontiac Soltice for all the maintenance items it needed. I knew it needed transmission drain and fill, differential, all other fluids replaced. When I got the car back the bill was $1,200 for a transmission FLUSH (again I specifically said to not flush-GM never recommends that), power steering and coolant. The most expensive charge at $300 was a service I DID NOT ASK FOR-induction cleaning-another service GM does not require. Meanwhile the mechanic stated the belts needed replacing, hoses, differential fluid...all the things I originally asked for but could not get because the bill was getting very high...but only because of the induction cleaning. I am most upset at the transmission being serviced incorrectly and the service I did not ask for while not getting the basic things I'd asked for not done. The reason why? The profit margins are much lower on the maintenance I asked for....

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/18) */ Contact Name and Title: John F******* Service Dir Contact Phone: XXXXXXXXXX Contact Email: *********@coxauto.com This is the first time anyone including the service adviser who wrote our customer up or anyone in management has heard from the customer after he picked up the vehicle. We have reached out to our customer 3 times since this notification to get more detail from the customer and they have not returned our call. We have a signed copy of the repair estimate showing what was to be done which I would be happy to provide but has the customers personal information on it so I have not included it per the BBB instructions. Our service adviser explained in great detail what was needed and what was to be done. The customer left on good terms so we have no idea why this complaint is coming to the BBB. We suggest the customer contact Service Management here at the dealership so we can get to the root of the concern and address it. Consumer Response /* (3000, 7, 2022/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) The service advisor knew well how unhappy I was. I stand by my request to remove all charges related to transmission service and the induction service. They did the incorrect transmission service and the induction service IS NOT A GM RECOMMENDED SERVICE PERIOD! On top of everything I paid to have two clips replaced related to the top, they only had one. I paid in full but they have never notified me the part is in. Talking with them on the phone has gotten me nowhere. I will repeat. They charged me $300 for a service GM does not recommend and $300 for incorrect transmission service. That is undisputed... Business Response /* (4000, 9, 2022/08/25) */ The "talking to them on the phone has gotten me nowhere" comment is unwarranted due to the fact that our customer has never spoken to anyone in Service Management about his situation. We are always happy to help our customers in any way we can, but if we cannot open the line of communication we cannot do so. Again, we invite our customer to contact Service Management at the number provided so we can try and resolve the issue. Thanks again.